It can be said that in recent years, along with the trend of market economy, Vietnams economy has developed strongly, and Vietnams position has been enhanced in the international market. The tourism industry has become one of the official service economic sectors that contribute to the countrys economic growth. In particular, the appearance of many domestic and international travel companies has brought a good signal to the country. this economic area. In particular, every year it attracts millions of international visitors to Vietnam, creating a huge source of foreign currency revenue.
DONG A UNIVERSITY FACULTY OF ENGLISH LANGUAGE AND CULTURE ******* GRADUATION INTERNSHIP REPORT Enterprise of Internship: THIEN NGOC THACH SERVICE & TRAVEL COMPANY LIMITED Address: 134 Le Van Thu Street, Man Thai Ward, Da Nang City Supervisor from Enterprise : TRẦN THỊ NGA Phone number : 0935275469 Supervisor from Dong A University: LÊ THỊ PHƯƠNG Internship student : LÊ THỊ NA Class : EL17A2 Course : 2017-2021 Da Nang- 2022 TABLE OF CONTENTS IMAGES CONTENT TABLES CONTENT .4 INTRODUCTION CHAPTER BRIEF INTRODUCTION ABOUT COMPANY 1.1 GENERAL INFORMATION ABOUT COMPANY 1.1.1 COMPANY NAME AND ADDRESS 1.1.2 VISION AND MISSION- CORE VALUE- LOGO- CUSTOMER CARE POLICY .2 1.1.3 OPERATION FUNCTION OF COMPANY 1.1.4 BUSINESS ACTIVITIES: OTHER RETAIL SALE OF NEW GOODS IN SPECIALIZED STORES CHAPTER ORGANIZING THE MANAGEMENT .5 2.1 ORGANZIZATIONAL CHART .5 2.2 FUNCTIONS AND MANDATES OF DEPARTMENTS: .5 2.3 QUALITY AND REVENUE OF THE COMPANY 2.4 MODE OF BUSINESS OPERATION .6 CHAPTER ACTUAL SITUATION 3.1 OVERVIEW OF THE TOURISM MARKET IN VIETNAM 3.2 TARGET MARKET: 3.3 TARGET CUSTOMERS 10 3.4 THE CURRENT STATUS OF MARKETING ACTIVITIES OF VIETNAM TOURISM COMPANY 10 3.4.1 SOME PICTURE 11 CHAPTER INTERNSHIP DIARY 13 CHAPTER : ANALYSIS AND EVALUATION 16 5.1 ADVANTAGE AND DISADVANTAGE: .16 5.1.1 ADVANTAGE 16 5.2 : LESSONS: .16 Pham Thi Thuy Ngan IMAGES CONTEN Picture 1: Seagull Hotel Logo Picture 2: Seagull Hotel Picture 3: FRONT OFFICE Picture 4: SWIMMING POOL Picture 5: BUFFET Picture 6: PANORAMIC VIEW AROUND THE HOTEL Picture 7: PHONG LAN RESTAURANT Picture 8: SAO MAI RESTAURANT TABLES CONTENT Table 1: Profit and Loss Statement of Seagull Hotel Table 2: The changes in Assets and Capital of Seagull Hotel Table 3: HOTEL PROFIT MARGIN Pham Thi Thuy Ngan INTRODUCTION Prologue: It can be said that in recent years, along with the trend of market economy, Vietnam's economy has developed strongly, and Vietnam's position has been enhanced in the international market The tourism industry has become one of the official service economic sectors that contribute to the country's economic growth In particular, the appearance of many domestic and international travel companies has brought a good signal to the country this economic area In particular, every year it attracts millions of international visitors to Vietnam, creating a huge source of foreign currency revenue Currently, there are many small and large travel agencies in Vietnam established with much competition Despite experiencing a Covid epidemic lasting about years However, companies are also gradually regaining their advantages during this time thanks to measures to stimulate tourism demand, including Thien Ngoc Thach travel Travel Co As a company that was born later, but thanks to learning from experience to make reasonable adjustments Therefore, currently, Thien Ngoc Thach travel is gradually being known by many tourists when traveling to Da Nang, Hoi An, Hue As a student of the Faculty of English, after studying at the school for a while, this cognitive internship is very meaningful to me I have chosen Thien Ngoc Thach travel Co., Ltd as my internship location and after the internship period, I have brought back a lot of valuable experience Internships in companies Object and scope of research - Research object: Departments at THIEN NGOC THACH SERVICE & TRAVEL COMPANY LIMITED - Research scope: Business performance of THIEN NGOC THACH SERVICE & TRAVEL COMPANY LIMITED Pham Thi Thuy Ngan Chapter BRIEF INTRODUCTION ABOUT COMPANY 1.1 GENERAL INFORMATION ABOUT COMPANY 1.1.1 COMPANY NAME AND ADDRESS Official name: THIEN NGOC THACH SERVICE & TRAVEL COMPANY CO Representative: Tran Thi Nga Rental code: 0401877937 Business licence updated date: January 26, 2018 Registrar place: Son Tra Tax Department Address: 134 Le Van Thu Street, Man Thai Ward, Son Tra district, Da Nang City Hotline: 0935 275 469/0968 570 985 (Mrs Nga) Email: thienngocthachtravel@gmail.com Website: Tour Hot Đà Nẵng | Facebook Starting date of operation: 25/01/2018 1.1.2 VISION AND MISSION- CORE VALUE- LOGO- CUSTOMER CARE POLICY a VISION AND MISSION - To become the leading travel and transportation service company in Vietnam in 2023, the region to the region and the world in 2025 Exploiting the travel strengths to organize the leading tour in China, to become the leading travel agent domestic and international operations by 2025 Provide customers with the best trips By applying high technology to business management and providing customers with methods of creating outstanding products and services, towards completion b CORE VALUE - Prestige - Creation - Focus on quality - Honesty, responsibility - Pioneering in the forefront Pham Thi Thuy Ngan - Respect people - Social responsibility c LOGO At first glance, the logo of Thien Ngoc Thach company is quite simple It consists only of the company name and the arrows below the letters But the arrows themselves are more than just a decoration It represents the attention and satisfaction of customers after experiencing interesting things in the company's tours Besides, in addition to the logo symbol, there is also a message "to cherish the steps", which means that when coming to Thien Ngoc Thach, everyone will be guided by tour guides dedicatedly and always accompany tourists d CUSTOMER CARE POLICY - High commission, attractive quarterly and annual discount policy - Continually offering After-Main and Promotion policies - Consulting, choosing the best program with reasonable price - There are language policies to support Social Organizations - Provide airport support services, 24/7 consulting support Pham Thi Thuy Ngan 1.1.3 OPERATION FUNCTION OF COMPANY - As a main unit doing business, making profits from travel activities, a travel business will have its main functions including: - As for its activities, the main function of a tour operator is to perform work related to intermediary brokerage services, and then to organize and produce travel programs and to carry out tour operators More travel programs - Accordingly, thanks to this function, the tour operator is the main bridge between the supply side and the demand side in tourism, between suppliers and tourists according to the travel activities specified in the characteristics of the travel agency business of tourism and tourism products Travel businesses will perform the production function, with the construction of travel programs, which will package to serve the needs of customers - In addition to the functions we mentioned above, travel businesses also perform the exploitation of services to be able to meet the requirements of customers such as accommodation, transportation and catering services 1.1.4 BUSINESS ACTIVITIES: OTHER RETAIL SALE OF NEW GOODS IN SPECIALIZED STORES - Other supporting service activities related to transportation - Short-stay services - Restaurants and mobile catering services - Providing food service under occasional contracts with other customers - Motor vehicle rental - Other travel agents - Other tour operators Pham Thi Thuy Ngan Chapter ORGANIZING THE MANAGEMENT 2.1 ORGANZIZATIONAL CHART DIRECTOR ACCOUNTING DEPARTMENTT BUSSINESS DEPARTMENTT OPERATING DEPARTMENTT Domestic market Tourguide Accounting Driver team Administrative Office staff Outbound market Group inclusive tour Retail customer Marketing 2.2 FUNCTIONS AND MANDATES OF DEPARTMENTS: Director: is the person who manages, leads, operates and supervises the company including the following departments Organization of implementation internal and external activities Developing strategic plans for company development, building business development investments and managing expenditures to ensure maximum profit Bussiness department: is one of the important and indispensable parts of any company This is the department responsible for advising the Board of Directors on issues related to the sale of the company's products and services to the market; consulting on product research and development; market expansion; build relationships with customers Pham Thi Thuy Ngan Accounting Department: Managing and monitoring revenue and expenditure Decide on financial strategies, find capital sources for the company Monitor, manage and report revenue, expenditure, public, debt, Operating department: - Carry out transactions, negotiate with customers about the process of consulting, registering and signing travel contracts - Designing tours, planning to build programs for visitors to have the most unforgettable moments in the trip - Work directly with the tour guide to conduct the trip according to the predetermined plan - Coordinate with tour guides and other departments to make adjustments or handle arising situations during the trip - Research competitors, learn about resort locations, attractions, so that visitors have the opportunity to experience more with the best service - Make weekly, monthly and quarterly reports to submit to superiors to inform the company's tourism activities 2.3 QUALITY AND REVENUE OF THE COMPANY - In recent years, tourism in Vietnam and the world due to the influence of the Covid-19 epidemic, travel companies have almost stalled But now in the time of tourism stimulus, the company has grasped the trend and is increasingly developing at the forefront with quality service to create trust and build a position in the market The efforts and efforts of all members of the company have really been more and more successful, known to more people at home and abroad The company not only introduces tourists to famous tourist destinations, but also creates more specific schedules for tourists to easily grasp information, introduce specialties and souvenirs to visitors Therefore, the quality and revenue of the company are increasingly improved and enhanced 2.4 MODE OF BUSINESS OPERATION - Mainly working via computers, phones, and online social networking sites Implement many measures to promote business, effectively exploit existing resources, and at the same time have policies Pham Thi Thuy Ngan flexible pricing Focusing on investment, improving facilities, expanding services, strengthening propaganda, promotion, marketing, proactively linking and cooperating in business to diversify products, services, expand markets and increase competitiveness - Specializing in designing and implementing travel services, package tours and tourism combined with conferences and events for domestic customers by professional consulting experience, high quality services, diversified products Pham Thi Thuy Ngan Chapter ACTUAL SITUATION 3.1 OVERVIEW OF THE TOURISM MARKET IN VIETNAM - Vietnam is ranked 6th by the World Tourism Organization in the top 10 fastest growing tourist destinations in the world and 1st in Asia in this speed This is just one of many world titles and awards awarded to Vietnam tourism in the past year This shows that Vietnam's tourism brand is increasingly positioned in the international arena - The number of 12.9 million international visitors to Vietnam in 2017 is considered by experts to be a miracle of tourism Vietnam, when it achieved a record of the total number of international visitors in a year and achieved an absolute growth in the proportion of visitors At the beginning of January, the Politburo issued Resolution No 08 on developing tourism into a spearhead economic sector Tourism experts also say that the attraction of Vietnam’s tourism is also thanks to the increasingly open visa policy Especially this year, the Government piloted the issuance of electronic visas to citizens of 40 countries and continued to implement the visa-free policy for tourists from Western European countries - The tourism industry is promising to bring a full source of income potential for Vietnam when the demand for tourism and accommodation of domestic and foreign tourists is constantly increasing Defined by the Party and the State as "an important economic sector in the country's socio-economic development strategy" with the goal of "strongly developing tourism, gradually turning our country into a tourism center with the highest potential in the world." size in the region” Although Vietnam's tourism in the first 45 years of development is still young, it is quite active Through the change from previous years onwards, thanks to stability and development, the tourism industry has gradually been consolidated in organization, our country's tourism has just prospered and been growing day by day following the development trend world development/ 3.2 TARGET MARKET: The company's target market is customers: - From 18 years old Pham Thi Thuy Ngan - Have the lowest income of million/month - Freelance career - Have a desire to explore, learn new things - Like cheap but good quality travel products On the company side - Financial capacity: Focusing on the desired needs of customers, the company must meet and at the same time create a competitive advantage through financial capacity With strong finance, the marketing strategy covers a wide range, just like Vietravel has developed before with a strong capital, so they apply a marketing strategy widely at home and abroad with all types of customers, while small travel agencies like Netin was just born not long ago, the financial position is not strong, so it is aimed at customers who are mostly people in the city - It takes a lot of money to market to let people know about the company and its services in the coming years first time After the services have reached the market, customers begin to know, the company will begin to conquer and push harder with the desire to satisfy and retain customers longer And finally, the period when the consumption of travel programs tends to decrease, so the company needs to design a discount and promotion strategy to increase the amount of products and services sold and increase revenue for the company - Marketing of competitors: Before using a certain strategy, the company needs to consider whether the strategy of competitors is really effective, if so, it needs to follow that strategy if not, apply strategic tactics to win the competition - Focus on a market segment: choose the best market or no one has exploited it to be able to develop easily, without worrying about competition harshly and with a suitable application strategy for that market, such as organizing events, conferences, etc - Specialization in selection: the company chooses a market with fierce competition, then its products and services will will no longer be attractive - Product specialization - Market specialization 3.3 TARGET CUSTOMERS Pham Thi Thuy Ngan The target customers of the travel company are the teenage to middle-aged generations, with stable financial capacity, decent living standards and diverse travel needs Organizations, businesses, temples wishing to travel or attend conferences, ceremonies, training courses, at home and abroad Tourists from all over the world come to Vietnam to travel with the desire to experience many days Learn about the customs, history, culture as well as beautiful landscapes of Vietnam 3.4 THE CURRENT STATUS OF MARKETING ACTIVITIES OF VIETNAM TOURISM COMPANY - During the past decades, especially the years after renovation and integration, has made spectacular developments Vietnam's tourism has always been "a bright spot in the economy with a regular growth rate, the tourism team has made great progress Currently, Vietnam's tourism is still having a lot of development opportunities, which will contribute more to the country Therefore, the company grasped that development progress, so it invested and fully exploited the benefits of the tourism industry Since the early years, the company has faced many difficulties in exploiting tourism resources, finding customers and creating the latest tour activities Later, the company has followed the general development momentum of both domestic and foreign, so it has broken through the barriers of the tourism industry, the company is now developing very well, the number of customers is increasing and the trust The trust and trust from customers is increasing - With a staff of enthusiastic, enthusiastic, love the job and wholeheartedly serve wholeheartedly and thoughtfully for visitors, the company has been increasingly imprinted on the trust of customers Flexibility in action and vivacity in speech, creativity in all situations Tour helps customers not to be boring The company has been developing domestic and international tours day by day, the scale is increasingly wide, many people are known through the development of search engines on social networking sites such as Google, Facebook, etc - The company is promoting the brand through the strategy of developing the nationwide online marketing system Enhance language tips through advertising Pham Thi Thuy Ngan 10 articles, publish information about the company and its available products and services on new websites such as Zalo, Instargam, Twitter, etc 3.4.1 Pham Thi Thuy Ngan 11 Pham Thi Thuy Ngan 12 Pham Thi Thuy Ngan 13 Chapter INTERNSHIP DIARY Today, January 11, was my first internship day at Thien Ngoc Thach Tourism Company Since it was my first class, I woke up very early The company started working at 7:30, I was at the company at am After that, I met Moday, Ms Nga, the head of the company, and she showed me February 21th where to work Ms Nga took me to introduce to everyone in the office After that, I was guided by her to design and share domestic and foreign tours on social networking sites to introduce people to more about the company & Friday, tour services At 10:30 I left That day was my second internship at Tuan Dung February 25th Tourism Company Just liked the first day, I got up very early and prepared everything to go That day, I went Pham Thi Thuy Ngan 14 with Ngan who was practicing in the same company as me, I arrived at the company on time First, I was introduced to hot tours by the brothers and sisters so that I could advise customers when needed Next, I was given time to read and learned more about the tour schedule And finally, I continued to share articles and advise customers who need to book a tour That day because of too much work, I left at 11am Today is my 2nd week working at the company I also went to work at 7am today I'm starting to get used to working here more Wednesday, March 2th and more First, I will share the article on the company's fanpage I continued to read the contents of the tour itineraries to stay informed Finally, I will be guided by the brothers and sisters on how to answer the phone to advise tourists on current hot tours Today, I stayed at the company until 16:30 to returned Today I continued to go to the company to perform Today, I had been gradually familiarized with the work as well as I have done all the brothers and sisters in the company Just liked every other day, I came to the company at 7am My first company was also Tuesday, March 2th updating information and sharing articles on the company's fanpage Today I learned a lot more about selling tours over the phone I learned how to introduce tours, introduce schedules when tourists choose tours, set prices for tours My colleague in the company are very enthusiastic to guide me more about communication skills with customers when consulting about Thursday, travel services Today I came to work earlier than usual at 6:30 am Because March 11th today I officially experience tour consulting for customers directly over the phone I was very worried and nervous because I was afraid that my communication and professional skills are still Pham Thi Thuy Ngan 15 lacking But thanks to my colleagues in the company as well as the encouragement of Ms Nga, I had completed well when introducing the tour to customers who have travel needs in Hue Today I had introduced tours Da Nang and Hue I felt very happy because I was more confident in communicating with Thursday, March 11th customers I also left at 4:30 pm today After a week, today I continue to go to the company at 7:00 am Just like every day, I share articles on the company's fanpage, continue to also read information about the latest tour and tour schedules of the company Today I also continue to introduce tour services via phone Today I am very happy because I feel much more confident to communicate with customers I left at 11am Today is a very special day, because I have been experienced by traveling brothers and sisters through the days night tour of Da Nang - Hue At 6am I was at the company to prepare, at 6:30am everyone got on the bus to start the trip to Hue In the car, everyone sang happily, everywhere there was a guide to introduce the land for tourists to understand better We arrived in Hue at 9am First we stopped at Dong Ba market which is a very famous market in Hue Here guests can eat and rest before checking into the hotel Around 11 am, we were taken back to the hotel to check in, the hotel we stayed at was near the Western Quarter, where a lot of foreign tourists gather We rest at the hotel until 1:30 pm At 2pm, the first place we visited was the ancient capital of Hue A guide named Trang introduces the history and ancient ruins here We continue to visit the mausoleum of Minh Mang, the second king of the Nguyen Dynasty Thanks to Ms Trang's introduction, I learned a lot about the history of King Minh Mang as well as the imperial city of Hue Around pm we return to the hotel to rest and start to visit Hue city at night Around 6:30 pm we had dinner at the Pham Thi Thuy Ngan 16 hotel Around 7am, we were able to visit Hue city at night to places such as: Trang Tien Bridge, Ironwood Bridge, Western Quarter, End of the day in Hue at 10pm Chapter : ANALYSIS AND EVALUATION 5.1 ADVANTAGE AND DISADVANTAGE: 5.1.1 ADVANTAGE - Thanks to learning and practicing a lot about the tourism major at the school So doing these times, I find that it is not too difficult, but I have learned a lot of experience - During my internship, I received a lot of enthusiastic help from colleagues in the company Everyone is very cheerful, sociable and dedicated I feel very fortunate to work in a modern and professional environment - Being directly exposed to work, experiencing real-life situations Thanks to the process of studying, I have learned and practiced a lot about travel and tourism, so applying it in practice is quite easy for me Thereby, I realized a lot of strengths and weaknesses that need to be overcome - - Working in a great environment, fully equipped So easier to use in work as well as collect reports 5.1.2 Disadvantage: - Due to the long time of the Covid-19 pandemic, participating in tourism activities is also quite difficult, so experiencing much about reality is still limited Pham Thi Thuy Ngan 17